What are my rights.

[kazdoc]

I have been with T mobile for 11 years.
Yesterday I upgraded my phone in store and asked if I would still be on my loyalty discount. I was told yes but that I should call to confirm. I called this morning and was told no. I was told that the loyalty discount does apply to my account but should have been sorted at the time of upgrading my phone! I asked if it could be done now, they said no and that I was stuck on an 18 month contract paying full whack just like a new customer. I explained that the fault lay with the staff member at T Mobile in the shop. They agreed that I should have been better informed. I called the shop and asked if I may return my phone and start from scratch with my 50% discount applied. They said no.
Surely I have rights? I just dont know what they are!! I need some ammo for when I go to the shop in question on monday and fire off a letter to head office.
Many thanks

[complete]

Hi, Was it a TMobile shop you went into.

I am an independant retailer whom deals with TMobile, and a cancellation of an upgrade is possible.

A few days before the Free Evening and Weekend calls promotion came in a couple of months ago, I upgraded a customer for a phone that he wanted.

I was not advised of the new promotion coming up.

A couple of days into the start of the following month, the customer called me to see if he could take up this offer.

He is a very good customer of mine, and has been for over 10 years now, so i called cancellations. Cancelled the upgrade. Got a cancellation reference and then called Retentions, and got him this offer and he re-signed a new contract and kept the upgraded phone he took.

When i received my commission which covered the cost of the phone and a little bit of profit, i was paid it, and then it was cancelled off and the re-paid it again.

We dont like doing it, as TMobile and other networks re-strict us to 4.5% cancellations, and then will charge us a sum for the privilage, but this customer has 4 lines, and so does his brother, and every upgrade is done through myself.

If he had been treated as you were then TMobile would have lost 8 contracts.

They need to look at the whole picture.

Good luck.

[kazdoc]

Thanks so much for that, but it looks like I am losing a battle here. Even after 11 years and 2 lines I was told by a member of staff that I am just another number to them. He actually sympathised with my case.
In 18 months time, I am going to go back to the Bromley branch and stay in there for bloody hours, being their most thorough and annoying customer to date, until I get everything that I want and dont get stitched up AGAIN!

[rachyrach]

Kazdoc you would normally have 14 days to return the upgrade phone and cancel the contract. This happened with O2 so I assume it could be the same for other mobile networks.